LEGO: Best Customer Service Letter Ever

LEGO_logoWhen you are a 7-year-old kid, Lego is likely twice as important to them than Starbucks or Apple is to you.  For generations, Lego has been a Beloved Brand for those inventive minds who liked to create complex objects from very simple bricks.  Current Lego products are a little more complex, but the idea of Lego remains the same.   

This customer story involves a 7-year old boy who lost his Lego when he took it on a family trip to the mall.  He was so upset that he wrote Lego a letter, telling them the story and asking for a replacement.   Someone at Lego, made the brilliant decision to send the boy some replacement product and the following letter.  


For Lego, in the world of social media, this type of story does wonders for continuing the magic of their brand.   And it’s a great example of going above and beyond.  What I like in the letter is how they please the boy, but also give a solid wink to the parent who is likely the bigger target of this letter.  The dad ended up tweeting about the story and now millions are reading about this story (including you)

When you reach the Beloved Brand stage, the strategies become all about continuing the magic of the brand.  That might mean attacking yourself on product innovation or finding new ways to surprise and delight your consumer base.   There are legendary customer service stories that come from Nordstrom’s, the high end retailer that add to the mystique of the Nordstrom brand.  One story involved a Nordstrom employee who found luggage and a plane ticket for a flight that was taking off soon.  Figuring the customer was on their way to the airport, the employee got in his car and drove to airport to meet the customer.  The second story involves a customer in Alaska returning tires that he bought at the store that was the prior tenant to the Nordstrom store. After much debate, they decided to take the tires back, even though it’s not a product they carry.


To read how to create and run a Beloved Brand, read the following presentation:


Other Stories You Might Like
  1. How to Write a Creative Brief.  The creative brief really comes out of two sources, the brand positioning statement and the advertising strategy that should come from the brand plan.  To read how to write a Creative Brief, click on this hyperlink:  How to Write a Creative Brief
  2. How to Write a Brand Plan:  The positioning statement helps frame what the brand is all about.  However, the brand plan starts to make choices on how you’re going to make the most of that promise.  Follow this hyperlink to read more on writing a Brand Plan:  How to Write a Brand Plan
  3. Consumer Insights:  To get richer depth on the consumer, read the following story by clicking on the hyper link:  Everything Starts and Ends with the Consumer in Mind


Brand LeadershipI run the Brand Leader Learning Center,  with programs on a variety of topics that are all designed to make better Brand Leaders.  To read more on how the Learning Center can help you as a Brand Leader click here:   Brand Leadership Learning Center


Pick your Social Media vehicle and follow us by clicking on the icon below

 linkedin-groups-large             images-1              facebook-logo

To reach out directly, email me at

About Graham Robertson: The reason why I started Beloved Brands Inc. is to help brands realize their full potential value by generating more love for the brand.   I only do two things:  1) Make Brands Better or 2) Make Brand Leaders Better.  I have a reputation as someone who can find growth where others can’t, whether that’s on a turnaround, re-positioning, new launch or a sustaining high growth.  And I love to make Brand Leaders better by sharing my knowledge.  Im a marketer at heart, who loves everything about brands.  My background includes 20 years of CPG marketing at companies such as Johnson and Johnson, Pfizer Consumer, General Mills and Coke.  My promise to you is that I will get your brand and your team in a better position for future growth. Add me on LinkedIn at so we can stay connected.


3 thoughts on “LEGO: Best Customer Service Letter Ever

  1. If I had the choice between one hundred dollars or reading that note/ article, I would go for the note/ article… Wonderfuel.

    Thanks for your brilliant content and insight Graham.

    / Robert

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s